Analysis outline of problems and countermeasures in hotel services

1. Introduction

Scientific and effective hotel management and excellent hotel services are important ways for modern hotels to stabilize their guest sources and maintain a good reputation. my country's hotel industry has experienced an embryonic stage in the 1980s, a growth stage in the 1990s, and an accelerated expansion stage in recent years, with an astonishing development rate. On average, in the past 20 years, the number of hotels in our country has grown at a rate of more than 50 every five years. The rapid development of the hotel industry has also brought about many problems. In the past, the development of the hotel industry was mainly concentrated in high-end hotels. However, the market demand in recent years shows that in order to adapt to the development of domestic tourism and meet the needs of ordinary consumers, the construction of international-level economic hotels has become an important issue. After entering the WTO, with the gradual opening up of various fields in our country, the tourism industry is also facing huge challenges. How to make hotels play a greater role in tourism development is also an important issue to be solved at present. Therefore, hotel management should become our focus. an important area.

2. Basic problems currently existing in hotel management in my country

(1) Serious shortage of professional talents

The development of my country’s hotel industry began in the eighth century From the early 1900s to the 1990s, development became more rapid, but a large part of these hotels originated from relatively resistant residential facilities such as guest houses, and some were converted into hotel businesses to avoid idle real estate. The limitations of the initial conditions will inevitably make my country's hotel industry have a large gap in terms of business starting point and ideas compared with foreign hotel management groups with a history of hundreds of years. Although after more than 20 years of development, the quality of hotel management personnel in my country has been greatly improved, there is still a large gap compared with developed countries. The overall lack of professional managers and professional employees in the hotel industry has not been effectively changed. The situation of China's domestic hotel managers having low quality, unreasonable talent structure, single professional structure of management talents, and lack of professional talents has not been fundamentally changed. The reasons for the lack of talents in hotel management companies can be summed up in three aspects: (1) The backwardness of hotel management education, limited teaching conditions and teachers, and the disconnect between theory and time; (2) Generally, companies only poach talents from other companies in order to save costs. Recruiting talents has resulted in low overall quality of employees in the industry and serious brain drain; (3) At present, the public does not know enough about hotel management work. In addition to talents majoring in hotel management, many college graduates are not willing to work in hotels. To a certain extent, this also limits the improvement of hotel management technology.

(2) Lack of mature management model and relatively scattered operations

In China, although some hotel companies also have rich management experience, they often do not form a systematic and mature management model. . Many companies do not take into account the actual situation and development characteristics of their own company when they learn from the experience of other companies or obtain management technology from hotel management companies. In addition, most of my country's hotels are small-scale operations with large regional differences and uneven development. They cannot adapt to the world's hotel development trends and there is still a big gap with the more successful hotels in the world.

(3) Neglecting the construction of corporate culture

Hotel corporate culture means that the hotel based on its own characteristics, in order to achieve a goal recognized by all parties, for the survival and development of the hotel. A value orientation established. It is an organic unity composed of many contents with hotel values ??as the core, including spirit, concept, style, habits, code of conduct, etc. Our country's hotel industry does not pay enough attention to corporate culture and has not formed the main corporate values. There is a big gap between our country and developed countries in terms of the degree of love for the profession. Most of the hotel industry, whether managers or ordinary employees, lack "job satisfaction" and do not sincerely love hotel work as a career. In the final analysis, they lack the influence of corporate culture and do not form the main values. .

3. Related Countermeasures

(1) Pay attention to the application of flexible management in hotel management

Flexible management is a method based on respecting personal independence and personal dignity. Under the premise, non-mandatory methods are adopted to create a potential persuasiveness in the minds of employees, thereby improving the centripetal force, cohesion and sense of belonging of the majority of employees towards the company, and turning the organization's will into individual conscious actions. Its biggest feature is that it does not rely mainly on power and influence, but on employees' own psychological adjustment and conscious understanding, and the initiative, inherent potential and creative spirit inspired from the depths of each employee's heart to transform organizational goals into spontaneous actions .

Enable employees to organically combine personal goals and organizational goals, and ultimately achieve organizational goals through individual conscious efforts. The adoption of this management method can adapt to the fact that the hotel is an enterprise that directly serves guests and provides guests with food and accommodation away from home. Hotel employees are faced with work characteristics that change every moment. Ultimately, through flexibility The management method gives full play to the enthusiasm, initiative and creativity of employees and improves work efficiency.

(2) Pay attention to corporate operations in accordance with the standardized corporate governance structure

This is the basis for promoting the hotel industry to enter the market economy system from a micro perspective, and is the basis for the hotel industry to truly carry out market operations. prerequisite for operation. Foreign hotels have clear property rights, reasonable corporate governance structures, sound organizational structures, tight management, and high efficiency. The Chinese hotel industry is a product born out of the planned economy. Property rights are blurred, the absence of state-owned asset owners is serious, the corporate governance structure is unreasonable, and agency costs are too high. These shortcomings in the operating mechanism have brought about management omissions and low efficiency, which directly led to the overall competitiveness and low efficiency of the Chinese hotel industry. In order to solve these problems, we should conscientiously study advanced foreign management concepts, make hotel enterprise property rights clear, establish a legal person governance structure, and separate ownership and management rights in accordance with the requirements and practices of modern enterprise systems.

(3) Establish a modern hotel management system suitable for the high-speed circulation of information

Nowadays, the information industry is developing rapidly and plays an important role in various fields. Mastering information is to master wealth. Hotels In order to keep up with the development of the times, constantly update and attract more customers, we must master a large amount of market information, and a management system suitable for the high-speed flow of information is the guarantee. For this reason, we must choose more advanced hotel hardware facilities, which not only improves the hotel's work efficiency, but also facilitates customers' information acquisition. In addition, management personnel need to be equipped with advanced external communication equipment to ensure that they can obtain and process information better and faster, and give customers a good impression that the hotel can provide services quickly, efficiently and with high quality.

(4) Pay attention to the cultivation of professional talents

In the long run, the high employee turnover rate reduces the hotel’s human resource advantages, disperses core resources, and destroys the company’s core competitiveness The cultivation is not conducive to the long-term development of the hotel. At the same time, high employee turnover will continue to increase the hotel's human resource costs (such as repeated recruitment and frequent training of new employees), increasing the hotel's survival pressure. The key problem is that the inability to form a stable workforce will inevitably lead to an imbalance in the professional structure of employees and a small number of technical backbones in the enterprise, which restricts the effective development of secondary entrepreneurship. Therefore, the cultivation of hotel professional talents is a very important issue. To this end, a good talent management system can be constructed from many aspects such as shaping a distinctive corporate culture, improving employee benefits, and strengthening mutual information communication.